 Heading the “Sourcing Board” formed to find a new BPO for outsourcing our operations and leading the team involved with scoping, vendor evaluation, due diligence, negotiation & contracting. Spearheading responsibility for managing the gamut of operations pertaining to a Six Sigma Project for improving the efficiency of Account opening process encompassing both OPS as well as non OPS functions. Mentoring Six Sigma projects for the Call Center vertical in the capacity of a Black Belt.  Leading and mentoring projects. Driving the Business Quality Council for the COO functions, including all the Operations functions in the bank. Functioning as the Business Owner for Olkview, a Performance Representation Tool. Reviewing the performance of Call Centers with special focus on productivity and utilization. Responsible for creating and nurturing the DNA of Performance Improvement in Call Center by guiding managers to close Quick Hit projects.

Currently heading Back office team of 2 Bank Staff and 16 vendor staff, which performs A/c Opening activity for new to bank customer of Retail Assets, Retail Liabilities & Investment OPS, the team also performs rewrite and restructuring of loans.I am responsible to maintaining BAU in line with guidelines set for the process and ensure that there are no surprises.Liaison with stakeholders in OPS and Non OPS function and ensure parity of understanding all across, also use the opportunity to identify opportunities for change.Lead the initiatives of merging three function of A/c opening into one in Delhi.Prepare the BQC Deck of Entire Consumer Banking OPS for CMC.Ensure that there are sufficient controls existing in the system and all the control points are strictly being adhered to.Conduct reviews on process performance and set the stage for next level of performance improvement.Responsible for creating, measuring goals for individual team members and give feedback to them. Liaison with Product Teams to provide inputs from OPS stand point to help them come up with new products.

heading Query Resolution Unit, Performance Improvement & Risk and Control assessment (RCA) for Liability and Branch Operations.led a Six Sigma Project to improve the efficiency of the A/c opening process, the project spans across both OPS and Non OPS functions.Lead the WPR (Weekly Performance Review), a weekly forum to discuss the performance of OPS based on Metric identified above. Also responsible for tracking and closure of actionable. Led ACM from the front before the implementation of Workware. Have been nominated as the lead implementer of ACM for Consumer Banking.Responsible for reviewing and updating all the RCA templates periodically for completeness and relevance in view of changes in business since the previous cycle.Responsible for running the independent testing for all concerned departments .Responsible for conducting spot checks in various departments including the branches.Owner of the OPUS application for liabilities.In addition to above, I am also responsible for a team of 7 vendor staff, who conduct sample quality check on transactions processed by various Liability Operations teams like A/c Opening, Investment Ops, Doorstep banking, Mobile banking etcLead a team of 2 Bank staff and 7 vendor staff and manage the customer services for Retail Liabilities.Responsible for managing all complaints and requests logged through multiple channels. This involves all processes from case creation to case closure leading to customer being advised of our response.Tracking and following up on all requests till closures, this also includes escalation to competent authorities to facilitate case resolutions.Conduct Root Cause Analysis of cases, study the trends and advise the bank on various issues and not limited to changing the process to make it more customer friendly and resolution of cases in quicker time.

Joined Barclays Bank Plc as Unit Head to set up the Retail Liabilities Operations Unit in Delhi and to manage it effectively.Supervise 116 people spread across 3 Service Providers and 4 Bank Staff. Responsible for both People and Processes.Successfully completed setting up and kicked off local processing for Liability Account Opening for Delhi. Undertook the challenge to downstream non-core activities out of Sparsh BPO, the outsourced vendor of the Bank, and achieved drastic reductions in account opening costs.Manage the end to end Portfolio of Customer query Resolution, which involves creation of cases to follow up/escalate them till they are resolved.Responsibilities and Job Functions• Ensure to train Operations Staff and Vendor Staff adequately on the Compliance and Corporate guidelines.• Ensure the unit is in line with the expectations of Turn around Times and service quality.• Ensure to work closely with Compliance/Legal team of the bank and put the best of practices and procedures in operations.• Ensure that the Operations manual is up-to-date and robust as per the latest guidelines and procedures of the Corporate Office and the Central Bank (Reserve Bank of India).• Manage vendors who are entrusted with maintenance of ATMs/Drop Boxes/Back Office of the Bank• Set Goal for Assistant Manager and Team Leads of vendors and ensure that Team Leaders carry out goals & expectation setting for their teams.• Ensure a mechanism to provide periodic and constructive feedback to each team member.• Ensure a growth path for each Team Member and encourage them to identify means to make processes Leaner. Guide them with Lean & Six Sigma Tools.

Responsibilities and Job functionsQuality Management• Extensive use Goal Setting to spread usage of Lean.• Worked closely with all teams in XTB to evaluate and execute automations, executed 12 automations, which have increased our efficiency of teams between 20-30%.• Represented XTB at various quality forum related to Six Sigma.• Conduct Capacity analysis month on month for all processes reporting into me based on forecasted volumes and changes in level of efficiency.Project Management• Coordinate with Clients to effect smooth transition of Processes both Onsite as well as Remote.• Responsible for defining the scope of migration and contractually agree with clients.• Study As is process, migrate and stabilize the adapted process to India.• Build a communication channel between the clients and team in India.People Management• Set Goal for Team Leader and ensure that Team Leaders carry out Goals & Expectation setting for their teams.• Ensure a mechanism to provide periodic and constructive feedback to each team member.• Ensure a growth path for each Team Member and encourage them to identify means to make processes Leaner. Guide them with Lean & Six Sigma Tools.• Monitor attritions trends and work towards Retaining and rewarding the best.Operation Management• Ensure delivery of Products and Services as per agreed Service Definitions.• Carryout review of Daily Performance with Team Leader.• Periodic review of Process Controls, to Prevent Service Leakages.• Ensure that the team is fully compliant with all applicable standards laid down by HR, Quality, Compliance & Audit.• Handle escalations that require intervention of Senior Management.• Budgeting and Billing for smooth operations.

 Leading a 14 member team for maintaining the Retirement Plans of Fidelity customers. Managing quality projects like Yellow Belt & Lean. Planning and supervising the Training Road Maps for all the processes.

 Leading and mentoring 8 members on Salary & headcount planning for 35000 workforce Across USA & Canada. Handling SME in Oracle 11i database maintenance of 3 GE business. Maintaining scheduled reports like, Headcount, Attrition, Database Accuracy, etc. alongwith Ad-Hoc reports on a range of criteria. Leading the team in quality initiatives and LEAN and deriving process metrics.  Ensuring a smooth transition of new processes and activities. Functioning as the Single Point of Contact for business critical subjects like Capacity Utilizations, Process Flow and Escalation Resolutions. Looking after the Employee Database of GE Consumer Finance involving Special Payouts, Payroll Processing, Relocation and Management Reporting.

 Handling customers at the IGI Airport. Supervising the Handling Agents working for the Airline.